-Build automation to help reduce the workload on the support team through report template creation-Own and complete investigative objectives associated with multi-host intrusions.-Triage, investigate, and respond to alerts coming in from our clients different reporting dashboards (Crowdstrike, Taegis, Rocket Cyber, SentinelOne etc).-Investigate suspicious Microsoft M365 activity and provide remediations-Assist in escalations from the support team for threat-related and SOC-relevant questions-Assist the Support team by engaging with customers via video/phone to explain or describe activity observed by the SOC when needed-Provide technical mentorship of more junior team members

• Work and complete 25-35 pending tickets weekly, and assist others as needed/capable with inbound calls, web chat, or email. As well as maintaining a 95% and above quality score on tickets. • Provide excellent customer services to clients and maintaining the 95% quality score by following call center templates, regulations, and policies. • Address incidents from oldest to newest (by priority). This includes having to collaborate with the team on a regular basis. In addition, to expanding and learning about MS365, mail management, Azure Active Directory, and Active Directory.• Participate in the research, evaluation, solution/SOW development, and solution implementation to enhance practice offerings. • Collaborate with clients to gather as much as information as possible to provide the best solution to their IT problems, using root cause analysis questions. As well as assisting newer colleagues with low level incident tickets. • Collaborate with colleagues to learn new IT skills and provide the best solution to incidents. • Identify critical issues and follow the processes to escalate/resolve.

Springhill Suites at PNC Park

Ensure Outstanding customer care at all times.Maintained a friendly, cheerful and courteous demeanor at all times.Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.Ensuring guests' needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicableResolved customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.Help coordinate with managment to ensure all employees are compliant with the Brand standards of service.Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner.Performed other duties as assigned, requested or deemed necessary by management.

Contact housekeeping and maintenance departments when a problem is reported.Answer queries regarding the hotel's services, charges, dining facilities, sports facilities and travel directionsHandle guest check-ins and check-outs appropriatelyOperate hotel switchboard, take calls and provide information and transfer calls

Ensure Outstanding customer care at all times.Maintained a friendly, cheerful and courteous demeanor at all times.Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.Resolved customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.Performed other duties as assigned, requested or deemed necessary by management.